Key Responsibilities:

• Data Analyst will act as a liaison between the Centralized and Site WFM teams.
• Initiates and manages all WFM communications between centralized,site teams, and leadership
• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks · Preparing schedules using IEX for different queues across locations and mitigating gaps in schedules.
• Root cause analysis of SLA deviations, action plan development and resolution
• Monitor real-time queue, schedule adherence & attendance.
• Key daily exception requests and update schedules
• Optimize breaks of the day or day before the actual schedule.
• Schedule ADHOC intra-day training requests and update schedules.
• Produce and analyze daily efficiency reports (representative availability, access level etc.)
• Attend/lead centralized and/or site management meetings, as required
• Strong data source relationship understanding is desired. Database knowledge will be ideal.
• Cater to real time reporting adhoc requests as and when required.
• Monitor all agents/staff logged into dialer system to assure staff logged into appropriate campaign to each department group and to maximize utilization of agent productivity while logged into campaigns
• Ensure all work is performed in compliance with company policies as well as local, state and collection/sales laws and regulation

 

Desired Skills:

• At least 1 years’ experience in Data Analyst
• Knowledge and experience in telesales will be a plus.
• Have sense to detect and regcognize non-compiance behavior.
• Ability to communicate and inspire employees.
• Have logic-mind